I hope you had a terrific CX Day! I really enjoyed the online content – if you didn’t get a chance to view it, I highly recommend going to www.CXDay.org for a chance to review them. Here in Minneapolis we had an amazing event, with over 80 participants learning about what to do when your customers are tired of talking to you (survey fatigue).
Who Was There?
I posted earlier about local events at Wolters Kluwer and ShopHQ. Today I have photos from two other celebrations – at UnitedHealthcare Medicare and Retirement and Allianz Life.
One of the UnitedHealthcare activities was a booth in their commons area. They engaged employees in quick conversations about grounding their decisions based on VOC and stressed the importance of plain and simple language in communications. They completed by asking for a commitment of what they will do to make the experience better for our consumers. As Lisa Wilson, Senior Director of the Member Experience explained, “We aim to keep it fun, simple and impactful!”
They also hosted several of the CXPA webinars throughout the day. Lisa wanted to make sure I said, “Thank you to the CxPA for providing such a suite of opportunities to help us raise our game here at UHC!” Below are two photos of their day – love the selfie!
Allianz also had a great celebration. I’ve posted about their strong communications program in the past, and it was evident on CX Day as always. They have televisions throughout their offices, and for this day they focused exclusively on customer experience topics. I’ve included one example below, which links to more of their posters. Because this is also Customer Service week, the rest of the week they are focusing on service, with numerous activities designed to engage and recognize employees who work in Operations, including in the Call Center.
Lastly, Director of Customer Experience Barbara Norrgard explained, “We also recently ran a contest where we asked people what they are doing to achieve our aspiration and we ran the article today.” Winners were announced to the entire company, celebrated for the impact they have on the customer experience.
So there you have it – two more excellent ideas you can use for next year. We’re down to only 363 planning days before our next CX Day!